Alcatel and Concert to Revolutionize Global Contact Center Solutions
Paris-New York- 28th September 2000- Alcatel, the leader in delivering integrated
end-to-end voice and data solutions, and Concert, the global communications venture
between AT&T and BT, today announced they will jointly work on developing offers for
contact centers and e-business solutions for global corporate customers. Through a
memorandum of understanding (MOU), the companies have agreed to initiate the
development of solutions which will integrate Alcatel's Enterprise networking equipment
and applications software with Concert's network and IP services.
There will be a number of immediate benefits for customers of both companies. For the first
time contact center hardware, software and global connectivity will be integrated, allowing
users to purchase and manage all the different elements necessary to build a contact
center from a single vendor.
This provides true global 'one-stop' shopping and avoids the need for customers to manage
and integrate diverse and disparate relationships with multiple vendors of both equipment
and network services. The offer will include an integrated customer service package
allowing users to benefit from one combined service level agreement. These joint solutions
will provide a clear road map for customers to migrate from a simple voice orientated
contact center to an 'e-business' transaction facility.
This initiative reflects a strategic move by Alcatel and Concert to offer customers higher
value services and applications demanded by the 'dot.com' environment. The customers of
both companies are increasingly demanding e-business solutions that integrate
communication hardware, software and services from a single supplier. In addition, under
the MOU, Alcatel becomes the first member of the Concert Alliance program- a strategic
program to provide customers with business solutions through alliances with IT industry
leaders.
This initiative is based on the creation of transaction center applications and solutions using
Alcatel's OmniTouch range (Alcatel's call center's solution) and Genesys interaction
management software (with CTI, intelligent call routing features and internet contact
centers capabilities for managing email, chat and web based communications) combined
with Concert's inbound and IP-connectivity services. It will provide a range of solutions with
increasing sophistication over time.
These applications will be sold through Alcatel's channel. It will also be available from
Concert's global direct sales force.
"Today we are sending a strong signal to our customers," said John Polumbo, president of
Global Markets for Concert. "Through our strategic relationship with Alcatel, a global leader
in contact center technology, we are underscoring the seriousness of our intent to simplify
the path towards an e-business environment for our customers."
Olivier Houssin, e-Business Group President, Alcatel Telecom added, "The successful
click-and-mortar company will be the one which is totally focused on customer interaction.
The new business models require that the whole organization is a global contact center,
reachable by mail, phone, fax and web. This agreement with a leading international
communications company, provides global customer with an immediate access to a wealth
of e-business capabilities".
About Alcatel
Alcatel builds next generation networks, delivering integrated end-to-end voice and data
networking solutions to established and new carriers, as well as enterprises and
consumers worldwide. With 120,000 employees and sales of EURO 23 billion in 1999,
Alcatel operates in more than 130 countries.
About concert
Concert, a $7 billion global venture of AT&T and BT, serves the global
communications needs of business customers world-wide. It is the industry's
pre-eminent "carriers' carrier," providing wholesale transborder services to fixed and
wireless carriers, including AT&T and BT, as well as Internet Service Providers
world-wide. In addition, Concert offers a comprehensive portfolio of voice, data and
Internet services to customers through a direct sales force serving 270 multinational
customers (MNCs). Through its network of 50-plus distributors, it also serves an additional
targeted base of 29,000 customers world-wide. Concert's frame relay network serves
every major city in the United States and the United Kingdom, and extends to an additional
170 cities in 53 countries. Its global public network directly reaches 237 countries, and its
high-speed Internet Protocol (IP) backbone network spans 21 cities in 17 countries.
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